There’s Performance Support – and There’s Performance Improvement

There is a Difference – A Significant Difference

Performance Support – is a big deal, again. That is any kind of support for the human to use, whether electronic, mobile, or paper, or laminated and taped to the side of a piece of equipment. Hopefully – the Performance Support – is very appropriate to the Performance Context of the Performer. It’s not always a shiny new thing. It’s not always technology.

And there’s Performance Improvement. That’s different. Performance Support is a subset of Performance – and Performance Improvement.

And that – Performance Improvement – should be GOAL #1.

Please Please Please – let’s not let Performance Support become our next shiny new object.

Human Performance Support is used by Performers – the humans in the process. That variable.

Other types of Performance Support might be a new tool – a computer application running in the background – invisible to the human Performer.

Here below is the 1980 version of the Ishikawa Diagram created in Japan in the 1950s by Professor Ishikawa. See my Post on him – here.

I learned about this model/diagnostic too at Motorola (MTEC) in 1981.

When I first saw this I thought about Tom Gilbert.

I was already an owner of Human Competence – by Tom Gilbert – who I had heard at NSPI (now ISPI) at the 1980 Conference – my first.

And while many focus on, adapt (with or without appropriate attributions) his BEM – Behavior Engineer Model – I always liked showing this version (on the prior page in the book Human Competence) – this next model below.

I found that most of my clients could resonate with this one – I think due to the language used in the BEM (necessitating others to simplify that language – a good move IMO).

So I would first show this model – and then show them the BEM.

Did that framework – of how to screw it up – resonate with you too?

Seem familiar? Is part of your Enterprises’ Playbook?

Sad, but too often true. That’s what my clients often said.

My version of the two of them – the Ishikawa and the BEM (not shown here in this post – but is available here) where I am standing on two particular sets of shoulders – who themselves were standing on the shoulders of others – follows.

This is my version – and has been for over two decades now – of the BEM – or what Carl Binder calls his Six Boxes. There are many fine adaptations of the BEM.

Check them all out – and adopt what you can and adapt the rest!

Once you figured out – via some sort of Analysis – what’s what – I have my own approach – what variables of the Performance Situation/Context are “out of whack” you need – IMO – to swim upstream to the provisioning systems that are providing faulty or insufficient Enablers – of the two types that I use (or the 4 types of the Ishikawa Diagram).

I always start with the Process itself – having been schooled in the Rummler approach – by the good doctor (may he RIP) himself. And of course I adapted his stuff.

But there is the genesis of my thinking and models and methods/approaches: Rummler.

This below – is my model for those Provisioning Systems – that my themselves need some analysis – applying the scale-able EPPI Fishbone to their systems – and further upstream perhaps to their provisioning systems.

Your model may vary. Of course.

To me it’s always been about Performance Competence – at each – in harmony – of the 4 levels of Performance:

  • The Worker – the People
  • The Work – the Process
  • The Workplace – the Organization
  • The World – what Roger Kaufman calls “Mega” and the new buzz word/phrase is “Social Responsibility”

Your model and language – of course – may vary.

But to me it all comes down to – at any level – the current state and potential state for Performance Competence.

At all 4 levels.

My book – below – is about “how” to go from Training/Learning – to performance-based Training/Learning – to Performance Improvement Consulting. And be able to do them all – as appropriate to the situational context of your Enterprise – and/or clients.

Beyond – but including Performance Support – new, shiny – or not.

For information about this book, please go – here.

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